VP of Operations & Customer Success

VP of Operations & Customer Success

About B2B Realty

B2B Realty is an Ohio-based property management firm built for serious real estate investors. With 10 years of managing properties in Ohio and a team of 50+, we pair professional, systemized operations with investor-first economics. We compete on being the most trusted choice for out-of-state owners who treat their portfolio as a long-term strategy.

The Role

The VP of Operations & Customer Success is our operational execution leader, accountable for the performance of operations and the experience of both owners and residents.

This is a build-and-improve mandate: the role will audit and standardize how we operate, close accountability gaps, and raise service quality while running the operation at a consistently high standard as we scale into new markets.

Reports to: CEO

Direct Reports:

• Area General Managers (AGMs)
• Maintenance Manager
• Leasing Manager

Responsibilities

Customer Experience & Retention

• Own the customer experience across owners and residents, and own the service outcomes that our reputation depends on.
• Drive client retention; hold primary accountability for reducing client churn and improving NPS.
• Conduct structured customer interviews and convert feedback into service improvements alongside the AGMs and Customer Success Team.
• Serve as the executive escalation point for complex client issues, legal escalations, and sensitive situations.

Operations & Process

• Audit existing processes, create SOPs where they are missing, optimize and expand them, and enforce them consistently across all markets.
• Ensure consistent achievement of SLAs, leasing conversion, collections, maintenance turnaround, and other operational targets.

Team Leadership

• Lead and develop the Operations Team—including AGMs, Customer Success Managers (CSMs), Customer Service Representatives (CSRs), Leasing Coordinators, and Maintenance—and hold accountability for the team's performance.
• Lead through your direct reports (AGMs, Maintenance Manager, and Leasing Manager), including regular leadership meetings to drive execution and accountability.
• Coach operational leaders and hold them accountable for operational and customer success KPIs.
• Own talent decisions for the Operations leadership team—including hiring, performance management, succession planning, and terminations—in partnership with HR.
• Enforce company policies, quality standards, and operational consistency across all markets.

Growth & Cross-Functional Collaboration

• Grow unit count through existing clients by increasing additional units under management and generating referrals through exceptional service, in coordination with—and without duplicating—the Sales & Marketing function.
• Support institutional and VIP relationships through the responsible AGM or relationship manager reporting to this role.
• Partner with HR, Marketing, Systems, and Business Process Improvement to enhance organizational effectiveness and provide feedback on organizational design and process scalability.
• Coordinate with Marketing on defined handoffs for reputation management and review workflows.

Requirements

• 10+ years of operations leadership experience managing multi-layer teams.
• Experience leading remote and distributed teams.
• Proven success improving operational performance, client retention, and customer satisfaction.
• Experience leading Customer Success or Customer Experience functions.
• Strong understanding of churn management, retention strategy, and customer lifecycle management.
• Demonstrated ability to build and improve SOPs and operational processes, not just maintain existing ones.
• Excellent leadership, coaching, and people management skills.
• Sound decision-making under pressure and strong escalation management skills.
• Excellent communication and cross-functional collaboration skills.
• High ownership, accountability, and results orientation, with sufficient financial literacy to oversee trust accounting and owner reporting workflows.

Preferred Qualifications

• 15+ years of operations leadership experience.
• Experience working with U.S.-based companies or clientele.
• Experience in service industries and managing institutional clients.
• Property management or real estate industry experience.
• Lean, Six Sigma, or PMP certification (process improvement and execution focus).

Primary Success Metrics

• Client churn rate
• Net Promoter Score (NPS)
• Operational KPIs:
  • Leasing conversion
  • Vacancy days
  • Collections and delinquency
  • Maintenance turnaround
  • Work-order aging
  • SLA attainment
• Revenue per Unit (RPU)

Salary & Benefits:

• Competitive Base Salary
• Competitive commission for each new unit added
• Parental leave benefits
• Annual paid leave entitlement
• Comprehensive health insurance coverage
• Attractive incentive structure
• Strong opportunities for growth and advancement